How to Raise a Complaint?
ONEX Complaint Procedures
At ONEX, we are committed to providing high-quality support and ensuring our customers are treated fairly, consistently, and promptly. Our customer support is available 24/7 through our official channels.
If you are dissatisfied with a service or outcome, you may file an official complaint through our Support Center or 24/7 live chat.
How We Handle Complaints
Acknowledgement
Once your complaint is submitted, you will receive a written acknowledgement within two Business Days, including a personalized reference number so that you can track progress.
Response
We aim to provide a final response within 30 business days. If more time is needed, we will explain the reason for the delay, provide an update, and let you know when to expect a resolution.
Resolution Timeframe
In all cases, we will endeavour to provide a final response within 60 business days, depending on the nature and complexity of the matter. If resolution takes longer, we will keep you informed throughout.
Fair Outcomes
If your complaint is upheld, we will decide and communicate how we propose to resolve the matter, including compensation where appropriate.
Escalating a Complaint
If you have fully used ONEX's complaint channels and remain dissatisfied with the outcome, you may escalate your complaint to the relevant financial regulatory authority in your jurisdiction.
Please note that regulatory authorities do not act as dispute adjudicators or provide a substitute for legal or arbitration proceedings.
Importantly, regulators will only consider complaints that have been first raised with ONEX and where our internal complaint resolution process has been fully exhausted.
Contact Us
To submit a complaint, please contact our support team through any of the following channels:
• Live Chat: Available 24/7 on the ONEX platform
• Email: [email protected]